Help Desk Support Service

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ITSS Help Desk Procedures

ITSS HELP DESK PROCEDURE MANUAL TABLE OF CONTENT
TERMS OF REFERENCE........................................................................................................................................4 GENERAL OVERVIEW...........................................................................................................................................5 LOCATION DETAILS A ND OFFICE HOURS........................................................................................................5 M ETHODS OF CONTACT .....................................................................................................................................6 HELP DESK RESPONSIBILITIES...........................................................................................................................7 Service Request Administration....................................................................................................................7 Email Administration......................................................................................................................................8 Dial-In Service Administration.....................................................................................................................8 ITSS Reception Duties ....................................................................................................................................8 Software Support .......................................................................................................................................... 10 General Assistance....................................................................................................................................... 11 General Concepts:........................................................................................................................................ 11 Call Forwarding........................................................................................................................................... 11 Supported Clientele ..................................................................................................................................... 12 In-House Help Desk Duties......................................................................................................................... 14 HELP DESK PROCEDURES ............................................................................................................................... 16 ROSTERED OFFICE HOURS.................................................................................................................................16 M ETHODS OF CONTACT ....................................................................................................................................17 Telephone....................................................................................................................................................... 17 Email............................................................................................................................................................... 18 Fax Mail ......................................................................................................................................................... 19 Personal Visit................................................................................................................................................ 19 Web Pages...................................................................................................................................................... 20 Infra-Help Call Tracking System............................................................................................................... 20 SERVICE REQUEST A DMINISTRATION............................................................................................................23 Application to Use University Computer...
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